Customer Growth Manager

Join a leading hospitality/Retail group dedicated to delivering exceptional guest experiences and innovative customer engagement strategies. We are seeking a dynamic Customer Growth Manager to drive customer relations and marketing initiatives, contributing to our continued success and expansion.

Duties:

Key Roles and Responsibilities

High Value Segment Strategy & Ownership

• Own the Loyals and Champions segment strategy, value propositions, objectives, and KPIs.

• Translate customer insights (RFM, frequency, spend, tenure) into actionable growth initiatives.

• Identify opportunities to migrate customers from Loyal to Champion while reducing churn.

Annual & Quarterly Growth Planning

• Develop annual and quarterly growth plans for high‑value segments.

• Balance brand‑led and growth‑led initiatives based on commercial impact and learning value.

Brand‑Led & Growth‑Led Campaigns

• Lead high‑value customer campaigns including exclusivity, recognition, and personalised offers.

• Partner with Brand Teams to elevate brand campaigns for Loyals and Champions.

Experimentation, Testing & Optimisation

• Design and execute A/B and multivariate tests using hypothesis‑driven frameworks.

• Translate test learnings into scalable optimisation playbooks.

Performance Measurement & Insights

• Measure retention, frequency, spend and lifetime value uplift.

• Present clear, actionable insights to senior stakeholders.

Stakeholder Management & Governance

• Act as the single point of accountability for high‑value segment growth.

• Ensure governance, brand compliance, and accurate documentation.

Stakeholder Management

• Report campaign outcomes, insights, and risks to internal stakeholders.

• Liaise with marketing, IT, operations, finance, and customer care teams to ensure alignment and smooth campaign execution.

• Manage expectations by providing accurate timelines, progress updates, and presenting post-campaign reviews.

• Communicate campaign status proactively, including updates, potential delays, risks, and required escalations.

Governance & Quality Control

• Ensure campaigns comply with internal policies, legal requirements, and brand standards.

• Maintain accurate documentation of campaign rules, approvals, and configurations.

• Support risk and fraud mitigation by flagging unusual campaign behaviour or trends.

• Process campaign-related invoices and ensure accurate budget tracking, reconciliation, and financial reporting.

• Manage campaign budgets, ensuring spend is aligned to approved allocations and highlighting any variances in advance.

Key Deliverables / KPIs

• Improved retention of high-value segments, with a measurable reduction in churn and downgrades among Loyals and Champions.

• Growth in customer value, evidenced by increased visit frequency, average spend, and lifetime value for target segments.

• Successful migration of customers up the value segements.

• Demonstrable impact from experimentation, including completed A/B tests with clear hypotheses, learnings, and scaled outcomes.

• High-quality insight and recommendations, influencing future strategy, campaign planning, and brand-led initiatives.

Skills

• Advanced analytical and problem-solving capabilities

• Proven experience designing and evaluating A/B tests and experiments

• Ability to translate insight into strategy and scalable execution

• Strong stakeholder management and storytelling skills

• High comfort working at the intersection of data, brand, and customer experience

Education

• Bachelor’s degree in Marketing, Commerce, Business Management, Data Analytics, or related field

• Advantageous: CRM, loyalty, growth, or analytics certifications

Experience

• 6–8+ years’ experience in CRM, lifecycle marketing, loyalty, or growth roles

• Proven experience working with customer segments

• Hands-on experience with experimentation frameworks and performance optimisation

• Experience working in multi-brand, retail, hospitality, or consumer-facing environments

• Comfortable presenting commercially focused insights to senior stakeholders

• Experience developing customer segmentation models or lifecycle planning.

• Experience in financial/budget tracking and reconciliation.

• Experience presenting insights and re